Interaction Analytics

Use language analysis in customer service to ensure that important dialogue elements are being said, such as the agreed greeting, target phrases like "Is there anything else I can do for you?", addressing the customer by name or the correct way of saying goodbye. Clients can thus recognise the quality of customer service, and service providers can confirm this with their clients.

Linguistic analysis shows when agents are overeager in their service. If they constantly interrupt their customer, they are left dissatisfied! Targeted coaching can then effectively counteract this fire of disturbance and significantly increase customer satisfaction. Listening and letting people finish are part of the service!

not always gold! By means of speech analysis you can recognise and document unnecessary pauses in conversation according to frequency and length - as these may unsettle your counterpart and/or indicate incompetence. An alerting system reports when an agent is silent too often or for too long.

Save yourself the paperwork! With VIER's digital coaching sheet where templates are simply created directly by coaches and trainers. You can document the personal development of individual employees, save it and store it in read-only mode. We provide you with a comprehensive rights and role concept.

You want to compare teams or projects? With the digital coaching sheet, comparing your employees/teams and projects is easy - and even anonymous! You can also benchmark your service providers and have your projects under your own control at all times.

With us, you always know which employees have been coached and when, what training they currently need, what improvements have been made and when the next training session is due. You identify high- and low-performers in a well-founded way and no longer have to rely on sporadic impressions. Especially in large, multi-site call centres, important performance information is no longer lost in the mass of data.

Through continuous conversation optimisation with VIER evolve Interaction Analytics, you increase your turnover per employee. You achieve a more tailored conversation. The average conversation time (AHT) decreases while the first resolution rate (FFR) increases. And: The objective, fair performance evaluation increases the satisfaction and loyalty of the employees!

By using speech analytics, you can increase closure rates in the contact centre by up to 25 percent, reduce call times by more than 5 percent, increase first-time resolution rates by up to 10 percent and shorten training times by up to 33 percent! In this way, you can increase customer satisfaction by up to 30 NPS points!

With VIER you receive a great insight into important details of your customer dialogue. Available from the German cloud, our speech analysis software realises undreamt-of potential for you in customer service, marketing and sales.